# Right at Home Croydon

*Operated by HOA Care Services Limited.*

Right at Home Croydon is a CQC-regulated home-care agency in Croydon.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Outstanding |

Rating published: 18/02/2023

## Practical info

- Postcode: CR0 6RG
- Local authority: Croydon
- Region: London
- City: Croydon
- Last CQC check: 18/Feb/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2023-02-18
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2023-02-18
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2023-02-18

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-02-18
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2023-02-18
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-02-18
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-02-18
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-02-18

### Other

- Finding
  - Evidence: Medicines managed safely with personalised care plans, MAR chart audits and regular competency spot checks.
  - Published: 2023-02-18
- Finding
  - Evidence: Staff wellbeing prioritised through counselling, grief support, menopause adaptations and recognition of outstanding contributions.
  - Published: 2023-02-18
- Finding
  - Evidence: 92% of people in 2022 satisfaction survey felt staff made a difference to their lives.
  - Published: 2023-02-18
- Finding
  - Evidence: Care calls predominantly one hour or longer, preventing rushed visits and reducing social isolation.
  - Published: 2023-02-18
- Finding
  - Evidence: Provider founded and chaired the Croydon Dementia Action Alliance, delivering free community dementia workshops.
  - Published: 2023-02-18
- Finding
  - Evidence: Electronic care monitoring system enabled real-time oversight of staff attendance, task completion and medicines administration.
  - Published: 2023-02-18
- Finding
  - Evidence: No stranger policy ensuring people always received care from familiar staff, with careful matching based on shared interests and hobbies.
  - Published: 2023-02-18
- Finding
  - Evidence: Exceptional leadership with a strong, inclusive workforce culture and employee assistance programme including free dentistry, opticians and physiotherapy.
  - Published: 2023-02-18

### responsive

- Finding
  - End of life care and support
  - Published: 2023-02-18
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-02-18
- Finding
  - Meeting people's communication needs
  - Published: 2023-02-18
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2023-02-18

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-02-18
- Finding
  - Preventing and controlling infection
  - Published: 2023-02-18
- Finding
  - Using medicines safely
  - Published: 2023-02-18
- Finding
  - Staffing and recruitment
  - Published: 2023-02-18
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-02-18
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-02-18

### well_led

- Finding
  - Continuous learning and improving care: Working in partnership with others
  - Published: 2023-02-18
- Finding
  - How the provider understands and acts on the duty of candour; managers and staff being clear about their roles
  - Published: 2023-02-18
- Finding
  - Engaging and involving people using the service, the public and staff, fully considering their equality characteristics
  - Published: 2023-02-18
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-02-18

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-2783604384

HomeCare Compass is an independent guide and is not affiliated with the CQC.